Complaints

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months ago, we started having problems with the automatic passenger-side door of our 2019 Honda Odyssey. We brought it to the dealer and incurred repeated charges, only to have it malfunction repeatedly. One instance was a charge of $171 to be told that the issue was debris in the door. This seems inaccurate because the door started malfunctioning again the following week. Another was a charge of $1,130 to replace the motor. Within another 6 weeks, the door was malfunctioning again. We have now spent over $3,000 on the repair of this door, which is likely ~15% of the value of the entire vehicle. It seems clear that many of these instances were misdiagnoses of the underlying problem and highly unlikely that these were all separate issues. Yet there has been no attempt to compensate for these thousands of dollars in unnecessary fees. Rather, only nominal price reductions on new charges. Ultimately the dealership recommended filing a claim with Honda, which was completed and led to no remuneration.

  Business response

  04/05/2024

  As you can see from RO#****** provided by the customer, lines B & C were marked "W" for warranty. This indicates the customer did receive assistance from **************** for a portion of the repairs as goodwill due to the circumstances of multiple system failures. The dealership also offered assistance in the way of a discount to assist with the cost of repairs as shown on the customer's record. The door left functioning after each repair indicating the repair was successful. The returned visits were the result of different failures each time, not repeat failures. Additionally, the customer authorized repairs each visit with explanation of needed repair and cost of repairs offered prior to repair granting us approval to move forward. Had the customer declined repairs, we would have honored that request.

  Customer response

  04/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disagree that having the same issue re-occur several times over the course of a short period of time constitutes fixing the problem.  If I have a hole in my roof and the roofer puts duct tape on it that keeps the water out for a few days and charges $1000, then the water starts seeping back in a few days later, the roofer does not generate good will by deducting 10% off the next $1000 repair.  Except in this instance, I was charged over $3000.     
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Luke

   

   

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tues, July 19th I went to have my car inspected and brake pads replaced. I was told I needed new rotors too. After spending over $1k on these fixes, my husband as he was driving home from work today Wed, July 20th he heard a knocking noise and another driver flagged him to pull over. The other driver pointed out that one of his wheels was about to come off and when they felt the nuts, ALL the nuts on all 4 tires were loose. Three had fallen out. This should never have occurred and could have caused a serious accident. I want a refund of the money I spent as well as a loaner car plus compensation to get my car inspected to see if the loose tires damaged the car by another mechanic.

  Customer response

  07/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found an advertised vehicle on Upper Valley Honda (UVH) website on Saturday, 2/12/22. I input my contact information to unlock my “instant price” (see attached picture). I then called the phone number on their website (802-436-2202) at 1:29PM and spoke with an internet sales specialist (Sierra). I specifically asked if my “instant price” was my out the door price. She said it was, except for tax, title and registration. I asked again if there were any additional fees beyond tax, title and registration. She advised there weren’t. I put a $500 deposit down on the vehicle. I was contacted at 3:18PM on 2/12/22 by Ben, a sales consultant at the dealership. We spoke and he led me to believe the “instant price” was my out the door price - I specifically advised him we were happy to find a dealer selling at MSRP. He said UVH liked to be transparent and was happy to help me. He advised me he would send me a price breakdown sheet to sign in the next couple days. When we received the sheet on Tuesday, 2/15/22 at 10:14AM, there were several add-on charges, including exterior and interior protection applications, underbody film, VIN etching, and a doc fee that wasn’t mentioned. I asked him to please honor the price that he had led me to believe we would pay (and that Sierra had explicitly stated we would pay). His final e-mail at 1:44PM on 2/15/22 advised me the dealer was unable to sell us the vehicle at the advertised price. I wrote back expressing my disappointment; he has not responded.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩